Thanks to the people who have contacted me about One Three Homes.
I'm sorry, but unfortunately not at all surprised, to hear that several others have also had some bad experiences. Especially customers and contractors who were caught out when companies went into liquidation. While our experience was very dissatisfying I guess its all relative.
To those who were choosing a builder and have decided to go elsewhere, you have made a very wise move. It does seem that One Three Designer Homes are starting to build the type of 'reputation' they deserve for the way they treat their customers. I hope you are successful in finding a good builder that you can trust to do a good job, treat you fairly and act with a basic level of integrity.
So many disappointments and bad experieices
Where do I start this blog? Perhaps a summary of our bad experiences which I will describe in further detail as we go.
SLOW.
One Three Designer Homes took over 15 months to build our house. The contract period was 9, so not quite double. Failing to complete the job within the contract period caused us various issues and additional costs, but the major frustration was the apparent lack of genuine effort to attempt to complete the job within the contract period. We must have raised our concerns about the slow progress 20-30 times, only to be provided with misleading information while the site sat empty of workers for days and weeks while their tradespeople worked on other jobs.
Disgusting lack of Integrity
I'll provide some examples, but there were various items discussed and assurances given, that were later met with a 'sorry but there is no record of that in writing' response. At first we were astounded by the response, later we came to expect it.
Beware of the HIA contract.
We basically assumed that this was standard and therefore fair and balanced contract.
Well it is fairly standard, but what I now understand is that it is the HIA is an industry group FOR BUILDERS and the HIA contract is quite favorable to the builder in many ways and leaves the owner with very limited rights and recourse in many others.
Obviously One Three Designer Homes know this only too well. We felt bullied by the way they responded when we attempted to raise some of the concerns that we had. One Three Designer Homes were fully prepared to leverage of the contract terms to maximize their advantage. We even received hostile letters from their lawyers.
Complete disregard for our concerns and attempts to resolve them.
We tried various approaches to resolve some of the concerns that we had with One three designer homes. When those failed we thought that as a last resort we could revert to the dispute settlement clause in the contract. However in spite of the point above, when we were simply astounded when One Three Designer Homes simply refused to participate in the dispute resolution process defined in the contract, or mediation via Fair Trading.
Invoicing for work not completed.
Just about any place you look for advise about dealing with builders will warn you about this.
I can see why. On 4 separate occasions One three Designer homes sent us invoices for work before it was completed. I have no idea if this is an indication of cash flow problems or simply a greedy attempt to take advantage of their clients?
What is the Opposite of Customer Service?
I'm not really sure where to start on this one. Let's just say that we were made to feel that One Three Designer homes' interest was all about doing things on their own terms and getting paid. We were made to feel like our interest in our new home and our desire for them to complete the work according to the contract was annoyance to them. How is this one, the home owner is not even allowed to know the building site supervisors phone number - god forbid you might want to actually contact him.
Misleading assurances and large bills for additional costs.
Not uncommon from reading / talking to others in the industry.
SLOW.
One Three Designer Homes took over 15 months to build our house. The contract period was 9, so not quite double. Failing to complete the job within the contract period caused us various issues and additional costs, but the major frustration was the apparent lack of genuine effort to attempt to complete the job within the contract period. We must have raised our concerns about the slow progress 20-30 times, only to be provided with misleading information while the site sat empty of workers for days and weeks while their tradespeople worked on other jobs.
Disgusting lack of Integrity
I'll provide some examples, but there were various items discussed and assurances given, that were later met with a 'sorry but there is no record of that in writing' response. At first we were astounded by the response, later we came to expect it.
Beware of the HIA contract.
We basically assumed that this was standard and therefore fair and balanced contract.
Well it is fairly standard, but what I now understand is that it is the HIA is an industry group FOR BUILDERS and the HIA contract is quite favorable to the builder in many ways and leaves the owner with very limited rights and recourse in many others.
Obviously One Three Designer Homes know this only too well. We felt bullied by the way they responded when we attempted to raise some of the concerns that we had. One Three Designer Homes were fully prepared to leverage of the contract terms to maximize their advantage. We even received hostile letters from their lawyers.
Complete disregard for our concerns and attempts to resolve them.
We tried various approaches to resolve some of the concerns that we had with One three designer homes. When those failed we thought that as a last resort we could revert to the dispute settlement clause in the contract. However in spite of the point above, when we were simply astounded when One Three Designer Homes simply refused to participate in the dispute resolution process defined in the contract, or mediation via Fair Trading.
Invoicing for work not completed.
Just about any place you look for advise about dealing with builders will warn you about this.
I can see why. On 4 separate occasions One three Designer homes sent us invoices for work before it was completed. I have no idea if this is an indication of cash flow problems or simply a greedy attempt to take advantage of their clients?
What is the Opposite of Customer Service?
I'm not really sure where to start on this one. Let's just say that we were made to feel that One Three Designer homes' interest was all about doing things on their own terms and getting paid. We were made to feel like our interest in our new home and our desire for them to complete the work according to the contract was annoyance to them. How is this one, the home owner is not even allowed to know the building site supervisors phone number - god forbid you might want to actually contact him.
Misleading assurances and large bills for additional costs.
Not uncommon from reading / talking to others in the industry.
Dodgy Window, Too bad.
The story of the dodgy window will give you a little insight into how you might expect to be treated by One Three Designer homes.
So, first up this lovely corner window is the quality work of Trend Windows. Apart from the fact that the corner is not square, flush, straight or joined up, it's all good.
All those scuff marks are from one three designer homes leaving the windows lying in the dirt for weeks before they were installed. You can get a glympse of the quality paint and finish on the window frame in the picture above too.
We paid extra for this window by the way, to 'upgrade' to from their standard finish to their more expensive quantum range.
So that's a super crappy quality window, but believe it or not that's not the bad part of this experience.
Within a day or two of it being installed I pointed out the poor quality to one three designer homes. They said they would rectify it so I took them at their word and thought - that's good, it will be fixed.
At this stage it was just sitting in the house frame, not fixed in, no architrave around it etc.
Weeks went by, I mentioned it a few more times, each time I was told not to worry it would be rectified.
When the architrave went on around it, I raised it again - If you going to rectify it why put the architrave around it? Don't worry we will fix it....
When the architrave was painted I suspected that there was going to be no genuine attempt to rectify the window. So as well as continuing to mention it every week I also put it in writing to them.
To cut a long story short, more assurances (even provided in writing), but no action other than some silicon in the gaps. I continued to highlight the defective window at every discussion and about 10 more times in writing, but towards the end the reassurances that it would be rectified were replaced with the sound of tumbleweeks rolling through a deserted town.
But here is the worst bit... Somehow the frame of one of the sliding door was bent and someone from Trend windows did turn up tobend it part way back to straight fix it. I pointed out the crappy corner window and was told - yeah that's not good, that should have been replaced, but it would be really hard now because the architrave is on and its all painted, it should have been pointed out when it was first installed and we could have replaced it easily.
FFS!
The window still looks like this today.
 |
| The combination of Trends windows quality and One Three Designer Homes attention to detail |
 |
| You have to pay extra for this kind of quality |
So, first up this lovely corner window is the quality work of Trend Windows. Apart from the fact that the corner is not square, flush, straight or joined up, it's all good.
All those scuff marks are from one three designer homes leaving the windows lying in the dirt for weeks before they were installed. You can get a glympse of the quality paint and finish on the window frame in the picture above too.
We paid extra for this window by the way, to 'upgrade' to from their standard finish to their more expensive quantum range.
So that's a super crappy quality window, but believe it or not that's not the bad part of this experience.
Within a day or two of it being installed I pointed out the poor quality to one three designer homes. They said they would rectify it so I took them at their word and thought - that's good, it will be fixed.
At this stage it was just sitting in the house frame, not fixed in, no architrave around it etc.
Weeks went by, I mentioned it a few more times, each time I was told not to worry it would be rectified.
When the architrave went on around it, I raised it again - If you going to rectify it why put the architrave around it? Don't worry we will fix it....
To cut a long story short, more assurances (even provided in writing), but no action other than some silicon in the gaps. I continued to highlight the defective window at every discussion and about 10 more times in writing, but towards the end the reassurances that it would be rectified were replaced with the sound of tumbleweeks rolling through a deserted town.
But here is the worst bit... Somehow the frame of one of the sliding door was bent and someone from Trend windows did turn up to
FFS!
The window still looks like this today.
 |
| The other external corner is similar quality, and on the reverse side (internal corner) there are blisters in the powder coat too. |
Just sign this..... our lawyers have prepared it for you.
Anyone considering dealing with One Three Designer Homes should have a look at this deed of release that they tried to get us to sign.
Without going into all the details in this post, One Three Designer Homes hit us with a massive extra bill right at the end of the lengthy building process. We were (and still are) of the opinion that these extra charges were unjustified and a pure money grab, and this led to various exchanges about these costs.
What the extra bill was about, and how One Three Designer Homes treated us when we attempted to put forward our concerns about it, is a whole other story, but in the process One Three Designer Homes offered us a small discount on the large extra bill that was conditional on signing a deed of release.
Gut instinct was steer well clear of the deed of release, but feeling well out of my depth with the document prepared by their lawyers (who also appear to be the owners business partner and to have acted in the family's defence in past controversies) I thought that we should seek some advice.
The advice that I received:
Which is basically what I thought. Perhaps this is standard stuff for lawyers and such but if its all fair and reasonable, why the conditions about non-disparagement and confidentiality? It really made us feel like they were trying to take advantage of us and keep themselves all safe and sound from a legal perspective at the same time.
The NSW home building act
Who knows. Nice try I guess, but there is no way I was going to sign that, especially after the advice I received.
I have noticed that there are two or three other blogs about building with One Three Designer Homes that appear to come to a halt before the projects come to completion. I don't know anything about the other blogs, but it did make me wonder whether this deed of release business is an approach that One Three Designer Homes have used to take advantage of clients before?
Without going into all the details in this post, One Three Designer Homes hit us with a massive extra bill right at the end of the lengthy building process. We were (and still are) of the opinion that these extra charges were unjustified and a pure money grab, and this led to various exchanges about these costs.
What the extra bill was about, and how One Three Designer Homes treated us when we attempted to put forward our concerns about it, is a whole other story, but in the process One Three Designer Homes offered us a small discount on the large extra bill that was conditional on signing a deed of release.
Gut instinct was steer well clear of the deed of release, but feeling well out of my depth with the document prepared by their lawyers (who also appear to be the owners business partner and to have acted in the family's defence in past controversies) I thought that we should seek some advice.
The advice that I received:
.... do not sign the Deed under
any circumstances...
We were advised that this deed was highly favourable for the builder as it would effectively release the them from their contractual obligations and any claims we may have under the contract.
Which is basically what I thought. Perhaps this is standard stuff for lawyers and such but if its all fair and reasonable, why the conditions about non-disparagement and confidentiality? It really made us feel like they were trying to take advantage of us and keep themselves all safe and sound from a legal perspective at the same time.
The NSW home building act
Who knows. Nice try I guess, but there is no way I was going to sign that, especially after the advice I received.
I have noticed that there are two or three other blogs about building with One Three Designer Homes that appear to come to a halt before the projects come to completion. I don't know anything about the other blogs, but it did make me wonder whether this deed of release business is an approach that One Three Designer Homes have used to take advantage of clients before?
Invoicing for work not completed
In May we were sent an invoice for the first progress payment for "Piers"
We were surprised by the efficiency - especially as the piers were only started later that day (and completed one week later). Which is no big deal, but seeing as this was the first progress payment (and that payment terms were only 7 days which is a bit cheeky) I though it best to inform one three designer homes that we would make payments in accordance with the contract, not earlier, and would make the payment within 7 days of the piers being completed.
7 days later there was a reminder that our invoice was due, I again advised that that we would be making any payments in accordance with the contract, not earlier, and in an attempt to avoid further problems also requested not to receive future progress invoices prior to completion of the work as specified in the contract.
Good we should be OK from now on then....
Later in May we received an invoice for the next progress payment. Here's part of what the contract says about when this payment is due:
Below is a picture of the 'house' taken 3 days after the invoice for this work was sent.
The bearers, joists and floor sheeting were completed at the end of August. More than 2.5 months after the original invoice was issued.
This was initially just annoying as it just felt rude and greedy.
It became concerning though when, in discussion about the early invoices one three designer homes became quite pushy and then almost desperate about getting us to pay early. I was puzzled why one three designer homes continued to push for the payment when the contact was so black white about when it was due and at this point I started to become concerned whether there were cash flow problems at one three designer homes.
These concerns escalated when I stumbled on the story of the collapse of Beechwood homes. Fortunately no such problems occurred but annoyingly this wasn't the last invoice we received before the relevant work was completed.
We were surprised by the efficiency - especially as the piers were only started later that day (and completed one week later). Which is no big deal, but seeing as this was the first progress payment (and that payment terms were only 7 days which is a bit cheeky) I though it best to inform one three designer homes that we would make payments in accordance with the contract, not earlier, and would make the payment within 7 days of the piers being completed.
7 days later there was a reminder that our invoice was due, I again advised that that we would be making any payments in accordance with the contract, not earlier, and in an attempt to avoid further problems also requested not to receive future progress invoices prior to completion of the work as specified in the contract.
Good we should be OK from now on then....
Later in May we received an invoice for the next progress payment. Here's part of what the contract says about when this payment is due:
bearers, joists and floor sheeting laid.
Below is a picture of the 'house' taken 3 days after the invoice for this work was sent.
The bearers, joists and floor sheeting were completed at the end of August. More than 2.5 months after the original invoice was issued.
It became concerning though when, in discussion about the early invoices one three designer homes became quite pushy and then almost desperate about getting us to pay early. I was puzzled why one three designer homes continued to push for the payment when the contact was so black white about when it was due and at this point I started to become concerned whether there were cash flow problems at one three designer homes.
These concerns escalated when I stumbled on the story of the collapse of Beechwood homes. Fortunately no such problems occurred but annoyingly this wasn't the last invoice we received before the relevant work was completed.
3rd Invoice before work completed
In February we were sent an invoice for "internal fit out". Payment in 7 days.
The contract specifies the status of progress required for each progress payment.
"Internal fit out" lists, among other things, that the kitchen is in
Here is a photo from March of the kitchen arriving in the truck.
The contract specifies the status of progress required for each progress payment.
"Internal fit out" lists, among other things, that the kitchen is in
Here is a photo from March of the kitchen arriving in the truck.
Terrible quality floor Finish
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Pretty much every single step has the drip and run marks as in the top picture and the coating itself is absolutely full of dirt, grit, hair, .... Just how any trades person or company can walk away and leave a job like this is amazing.
Unfortunately for us both Sawmill Interior Timbers from Albion Park and One three designer homes are both quite happy to.
I came across the this information sheet from the Australian Timber Flooring Association. It outlines reasonable owner expectations for an onsite sanded and finished timber floor. On the topic of dust and debris it says – A degree of contamination in the final coat is unavoidable and will vary from one site to another being dependent on a number of factors such as draughts, heating and ventilation systems, insects and the like. It can be expected that the contractor will take reasonable measures to minimise the risk of contamination and that at job completion there will not be heavily contaminated areas in the floor that are obvious when assessing the floor.
There will not be heavily contaminated areas in the floor that are obvious
I wish.
I wish.
A few attention to detail examples
Below are a few other pictures that will give you some example of One three designer homes attention to detail.
I fully understand that problems will occur and some trades people have more pride in their work or higher standards of workmanship than others - and that this means that sometime there will be examples of things that aren't great that need to be rectified.
However the examples below are just some of the things that have 'passed inspection' by One Three Designer Homes' standards, and they were happy to hand over to us.
I fully understand that problems will occur and some trades people have more pride in their work or higher standards of workmanship than others - and that this means that sometime there will be examples of things that aren't great that need to be rectified.
However the examples below are just some of the things that have 'passed inspection' by One Three Designer Homes' standards, and they were happy to hand over to us.
A surprise in the shower
The water seemed very slow to escape down the shower drain. When the cover was removed it became obvious why.
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